Incident - Additional Fields

While creating an incident, you may want to capture additional details about the incident, apart from the preset fields available in the New Incidentform. The Incident - Additional Fields wizard helps you configure those additional fields to be displayed in the New Incident form. You can configure different types of fields in the form namely; Text, Numeric, Data / Time and Decimal.

Steps to Add Incident - Additional Fields

Log in to ServiceDesk Plus application using the user name and password of an Admin user.

Click the Admin tab in the header pane.

From the HelpdeskCustomizer menu, click Incident - AdditionalFields. The Incident - Additional Fields Configuration wizard is shown that lists the existing set of fields. From here, you will be able to add new fields.

Click Add Field.

The Incident - Additional fields window pops up that has six tabs as shown below. Click the relevant tab to configure the type of additional field you require.

Click 'Save', if you want to add more fields. The form data will be saved and reset so that you can start adding the subsequent fields.

Click 'Save and Close', if you wish to add only this field.

Click Save each time you move to the next tab for adding a new field (say, from Single-line to Pick List). If you click another tab without saving, an alert message will prompt you to do so.

Additional Field Types:

Single-line (Text Additional Fields): If the additional fields to be created are for alphabets/alphanumeric characters, then use these Text additional fields. You can provide only a single-line text in this field (say, Name).

Click the Single-line tab.

[This is a mandatory field] Specify the LabelName for the additional field.

[Optional] Mention the Default Value for the label name you have given.

[Optional] Specify the exact Value Length for the Single-line field. The allowed range of value is from 1 to 250.

[Optional] Specify any relevant details about the label in the Description field.

Multi-line (Text Additional Fields): If the additional fields to be created are for lengthy alphabets/alphanumeric characters, then use these Text additional fields. You can provide multiple lines of text in this field (say, comments).

Click the Multi-line tab.

[This is a mandatory field] Specify the LabelName for the additional field.

[Optional] Mention the Default Value for the label name you have given.

[Optional] Specify any relevant details about the label in the Description field.

Multi Select (Selectable Multiple Values):

Click the Multi Select tab.

[This is a mandatory field] Specify the LabelName for the additional field.

Type multiple Values and hit enter.Note: 1.Maximum number of values that can be added is limited to 2,5002.Maximum number of values that can be selected for the field while creating a request is limited to 253.Characters like (;,<,>) will be removed from value if entered

[Optional] Specify any relevant details about the label in the Description field.

Pick List (Drop-down menu): If the additional fields to be created are for a list of values, then use this pick list.

Click the Pick List tab.

[This is a mandatory field] Specify the LabelName for the additional field.

[Optional] Enter the required Values one-by-one in the text field provided and hit Enter. The values get added to the list below.

[Optional] Specify any relevant details about the label in the Description field.

Different Operations on Values:

Setting default value for the field: Mouse hover the desired value in the list. Click the icon to set that value as the default one to appear in the New Incident form. The default value is highlighted by green color.

Editing the value: Mouse hover the desired value in the list. Click the icon to modify it.

Deleting the value: Mouse hover the desired value in the list. Click the icon to remove it.

Decimal Additional Fields: If the additional fields to be created are for decimal values, then use this Decimal additional field.

Click the Decimal tab.

Specify the LabelName for the additional field.

Specify any relevant details about the label in the Description field.

While specifying the decimal value, the allowed length of digits for the integer part should be less than or equal to 13 and the allowed length of digits after the decimal is 2. If the value exceeds, then the value would be truncated and saved.

Configuring New Fields in Incident Template

Once you add an additional field, you need to manually configure it in the Incident Template. You can do this by adding the field onto the canvas using the Drag and Drop method. Click here to learn more on customizing the templates.